The Ascent Group, Inc.

Service Delivery Advantage

Call Quality Practices

List of Report Analysis & Graph Exhibits
  • Finding & Observations
  • Recommendations for Improvement
  • Innovative or Winning Strategies
  • Countries Represented
  • Industries Represented
  • Call Centers per Participant
  • Hours of Operation
  • Representatives per Center
  • Total Inbound Calls Offered
  • Total Outbound Calls
  • Percent Outbound Calls
  • IVR Success Rate
  • IVR Success Rate by Industry
  • Average Span of Control
  • Channels Monitored
  • Calls Monitored per Rep Per Month (by Industry)
  • Calls Monitored per Rep per Month
  • Primary Objectives for Monitoring Process
  • Call Monitoring Approaches
  • Type of Monitoring Conducted
  • Split of Side-by-Side and Remote
  • Supervisor Monitoring Responsibility
  • QA Group Monitoring Responsibility
  • Monitoring Frequency
  • Call Monitoring Sample Size Determination
  • Supervisor's Time Spent Monitoring
  • Supervisor's Time Spent Providing Feedback
  • Monitoring Feedback Provided to Representatives
  • Monitoring Results Feedback Process
  • Monitoring Results Part of Employee Performance?
  • Agents Hear Monitored Calls?
  • Peer Monitoring
  • How is Peer Monitoring Used?
  • Use Automated Call Monitoring Software
  • Automated Call Monitoring Software Vendors
  • Monitoring Software Challenges
  • Conduct Regular Calibration Sessions
  • Frequency of Calibration Sessions
  • Typical Calibration Session Participants
  • Dedicated Quality Assurance Group?
  • Quality Assurance Skill Requirements
  • Quality Assurance Analyst Time Breakdown
  • Drivers of QA Credibility
  • QA Program Benefits Reported
  • Measure Coaching Performance?
  • Coaching Performance Measurement
  • Coaching Skill Assessment
  • Coaching Certificaiton Program?
  • Coach Training Process
  • Team Leaders Augment Supervisors
  • Team Leader Responsibilities
  • Quality Monitoring Benefits
  • Lessons Learned
  • Challenges to Monitoring Process
  • Plans for Improvement
  • Participant Successes

Call Quality Practices

On-line Version: $525

CD-Rom Version: $550

Printed Report: $595

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